Systems Engineer - Global IT Operations Center

LIXIL is seeking a dedicated Systems Engineer to join their Global IT Operations Center team in Gurugram, India. This role is crucial for maintaining the health and performance of LIXIL's IT services across the IMEA region (India, Middle East, Africa).

Responsibilities

• Continuously monitor system alarms from all IT services including Network, Server, and Cloud infrastructure.
• Respond to critical and major system alarms on a 24x7 basis.
• Execute documented processes and procedures to resolve common software, hardware, and network issues.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams.
• Maintain accurate and detailed records of all user interactions and troubleshooting steps in the ticketing system.
• Generate and provide regular monitoring and Key Performance Indicator (KPI) reports as requested.
• Ensure strict adherence to Service Level Agreements (SLAs) and other performance metrics.
• Actively participate in training and development programs to stay updated with new technologies and procedures.
• Collaborate effectively with other Digital team members to ensure seamless support operations.
• Assist in setting up and maintaining alarm monitoring tools and KPI dashboards under the guidance of senior engineers.
• Handle and resolve IT incidents related to Network, Server, and Cloud services by referencing Standard Operating Procedures (SOPs) or the Know Error Database (KEDB).
• Handle and execute IT tasks related to Network, Server, and Cloud services by referencing SOPs or the KEDB.

Requirements

• Graduation or equivalent qualification is required. A degree in Information Technology or a related field is considered a plus.
• Shift working is mandatory and will be on a rotational basis, 6 days a week.
• Flexibility is expected, including working varied hours, weekends, or holidays to provide global support coverage.
• Previous experience in a customer service or technical support role is beneficial.
• Excellent communication skills with the ability to clearly explain technical concepts to non-technical users.
• Strong problem-solving abilities and a commitment to following documented procedures.
• A basic understanding of computer systems, networks, and software applications.
• Proven ability to manage multiple tasks simultaneously.
• Familiarity with ticketing systems, with Jira being an advantage.
• Willingness to work shifts, including weekends, as required.
• Proficiency in Japanese, German, Spanish, or Chinese is a desirable asset.

Qualifications

• Experience in a multi-tiered support environment is preferred.
• Relevant IT certifications such as CompTIA A+ or ITIL Foundation are a plus.
• Minimum of 1-3 years of working experience. Fresh graduates are also encouraged to apply.

Location: Gurugram, India

Job Type: Full Time, Permanent

Start Date: 2 June 2025